Job Description
ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients’ operations. We focus on long-term placements where you contribute directly to the client’s success.
We are seeking a Patient Intake Specialist on behalf of our US-based client, a leading provider of innovative mental health and wellness treatments, including FDA-approved ketamine infusion therapy and Spravato (esketamine) treatments. The clinic serves patients struggling with treatment-resistant depression, anxiety, PTSD, OCD, and chronic pain, offering compassionate, medically supervised care.
Each clinic visit is a substantive 2-hour appointment, and the team is deeply committed to patient care. As our client’s COO puts it: “You can literally change their lives — and we have so many stories.”
Role Summary
The Patient Intake Specialist is the warm, empathetic first voice that prospective patients encounter. This is not a traditional call centre role: the person in this seat must balance genuine human connection with clinical awareness and operational efficiency. The intake department is the critical first point of human contact for prospective patients — many of whom are in genuine distress — and plays a pivotal role in the clinical journey.
The role is the bridge between a patient in need and life-changing treatment. The Intake Specialist is responsible for converting inbound interest into scheduled consultations with the right patients, while ensuring every caller feels heard, valued, and supported.
PLEASE NOTE:
- Working Hours: You will be working EST Hours which converts to Monday – Friday | 00:00 AM – 9:00 AM SAST South African time – subject to change in accordance with daylight savings in the United States as well as the operational requirements of the Company.
- Salary Range: This position offers between R10 000 - R23 000 GROSS (before deductions), depending on experience. Please note that there is no additional company benefits such as Medical Aid, Provident Fund, etc.
- You will be required to work on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
- Work Environment: This is a fully remote working role.
Key Responsibilities:
Patient Communication & Intake
- Handle inbound calls, texts, and messages from prospective patients, many of whom are experiencing depression, anxiety, suicidal ideation, or crisis.
- Conduct empathetic, structured intake conversations with a target duration of 6–11 minutes — long enough to build rapport and gather key information, efficient enough to maintain throughput.
- Identify appropriate treatment pathways (Spravato, IV Ketamine, or TMS) based on patient history, insurance status, and clinical eligibility criteria.
- Schedule evaluation consultations and onboard patients into the clinic management system.
- Manage existing patient calls, including rescheduling, follow-up appointments, and re-engagement of lapsed contacts.
Clinical Screening & Qualification
- Gather essential pre-qualification information (e.g., prior medication history required for Spravato eligibility, insurance coverage).
- Identify red flags that would indicate a patient is unlikely to convert, and handle those calls professionally without wasting clinical resources.
- Work closely with the clinical team to ensure only appropriately qualified patients are scheduled for consultations.
CRM & Workflow Management
- Utilise the clinic’s patient management and CRM system to log interactions, set tasks, track follow-ups, and manage milestones.
- Maintain an organised, up-to-date pipeline of leads and patient contacts.
- Proactively reach out to prospects who previously expressed interest but did not convert.
Quality & Continuous Improvement
Participate in quality assurance reviews of calls and interactions.
Contribute to post-visit follow-up initiatives (e.g., checking in with patients after their first appointment).
Identify process improvements and raise them constructively with the supervising team.
Customer service or client-facing experience (minimum 1 year); experience in healthcare, social work, counselling, or mental health settings is a strong advantage.
Excellent verbal communication in English — clear, warm, and professional.
Computer literate with the ability to navigate CRM/patient management systems.
Comfortable managing a high volume of interactions while maintaining quality.
Experience with inbound/outbound phone-based roles is beneficial but not essential.
Essential Qualities:
- Warmth and genuine empathy — patients must feel cared for from the very first hello.
- Strong active listening skills, including the ability to pick up on keywords, emotional cues, and unsaid concerns.
- Ability to hold a conversation with dual intent: emotional support and clinical qualification, simultaneously.
- Confidence to gently steer conversations toward an outcome without ever making a patient feel rushed or dismissed.
- High emotional resilience — regular exposure to patients in distress, including those expressing suicidal thoughts.
- Self-motivated and able to work independently in a remote environment during evening/night hours.
Attributes That Will Make Someone Excel:
- A natural night owl who is energised and sharp during evening hours.
- Someone who finds deep meaning in helping people access mental healthcare.
- Organised, detail-oriented, and reliable.
- Able to set and maintain professional boundaries, even with emotionally demanding callers.
- A long-term thinker who sees this as a career, not a stepping stone.
What Success Looks Like In This Role:
Quality Indicators
- Patients feel heard and cared for
- High conversion rate (intake to booked consult)
- Correct patients scheduled (clinical fit)
- Call duration averaging 6–11 minutes
Volume Indicators
- 5–7 calls handled per hour
- Follow-up pipeline kept current
- CRM tasks and milestones up to date
- Minimal “dead on arrival” consultations
If you are not contacted within 14 working days, please consider your application unsuccessful.
